The vendor is required to provide from qualified IT service providers to deliver reliable, responsive, and cost-effective managed IT services.
• Help desk and end-user support
o Tier 1/2 services via phone, email, and remote tools
• Server and network support
o Monitoring, patching, and maintaining infrastructure
• Security services
o User account management, MFA, antivirus, and firewall operations
• Backup and recovery
o Manage regular server backups and test recovery processes
• Procurement and vendor management
o Assist with hardware and software research, quoting, ordering, and setup
• Software and system management
o Provide IT support, including software management, troubleshooting, and user administration.
• Asset and lifecycle management
o Maintain updated inventory of all IT equipment
- Help desk and end-user support
• Provide tier 1/2 support for end-users.
• Maintain a ticketing system for tracking incidents, escalations, and resolution time.
• Provide phone, email, and remote desktop support.
• Offer business-hours support with optional after-hours escalation.
• Track and report support metrics monthly.
- Server and network support
• Provide 24/7/365 monitoring of all core infrastructure including servers and firewalls.
• Perform quarterly security and firmware updates.
• Respond to after-hours alerts within 1 hour; document actions taken.
• Maintain and test a disaster recovery plan for critical servers annually.
• Provide on-site support within 2 business days when remote access is insufficient.
- Security services
• Manage user accounts, permissions, and access controls.
• Maintain antivirus and antimalware across all endpoints.
• Configure and enforce multi-factor authentication (MFA).
• Manage firewall rules and notify district of security threats.
- Backup and recovery
• Manage local and cloud-based backup systems.
• Monitor success/failure of all backups.
• Test recovery processes quarterly.
- Procurement and vendor management
• Assist with procurement and quoting for IT hardware and software.
• Follow district purchasing policy; provide technical specs.
• Track warranties and manage vendor repairs and replacements.
• Coordinate and manage third-party IT vendors (e.g., telco, software).
• Ensure vendor staff are approved by district
- Software and system management
• Manage updates for microsoft windows and third-party applications.
• Maintain license compliance for core applications.
• Provide troubleshooting and remote support for software issues.
• Administer user profiles, mailboxes, and permissions
- Asset and lifecycle management
• Maintain a centralized inventory of all IT assets.
• Monitor device health where supported.
• Coordinate replacements and repairs with vendors.
• Provide annual aging reports and lifecycle refresh plans.
• Manage secure decommissioning and disposal.
- Audio visual and meeting support (district only)
• Provide support for council meetings (av setup, cameras, microphones).
• Support hybrid and virtual meetings using MS teams or zoom.
• Be available remotely or in-person for key meetings.
- Printer and MFP deployment and support
• Deploy and configure new printers and MFPs
• Troubleshoot printing, drivers, and connectivity.
• Monitor devices and respond to alerts (e.g., low toner).
- Reporting and communication
• Provide monthly reporting on incidents, tickets, and monitoring results.
• Maintain configuration documentation in a shared platform.
• Use a formal change request process.
• Notify leadership of critical events via shared distribution list.
- Value-added and advisory services
• Provide IT planning and strategy support.
• Recommend technology improvements for security, efficiency, or cost.
• Support governance policy and freedom of information and protection of privacy (FOIP)-compliant practices.
•  Offer basic training and adoption support for new tools.
- The organization with a combination of on-site and remote services.
- Contract Period/Term: 1 year
- Questions/Inquires Deadline: May 30, 2025